Disappointed

On the 30th of August I called the upgrade and cancellation department as I wanted to cancel a contract that was ending on the 30th of September as to my idea that has to be done a month in advance. And I also upgraded one of my number. Just a sim upgrade nothing else. The request for cancellation wa not done and I’m billed for that, and on the upgraded number it shows a handset that I never requested nor received for that matter. Was advised my queries are escalated but I still have to pay for a bill full incompetence.